Leading media outlet RETHINK Retail surveyed top retail executives and industry thought leaders to help identify the ways in which the COVID-19 pandemic has changed today’s retail consumer. See the full article on RETHINK Retail's website: https://bit.ly/2EfDMZb You’ll hear from: Christopher Silver, Global VP of Brand Technology at MAC Cosmetics Barkha Saxena, Chief Data Officer of Poshmark Sabrina Cherubini, VP Marketing, Customer Strategy at Ann Inc. Miya Knights, Head of Industry Insight at Eagle Eye Solutions Christopher Melillo, SVP of Retail at Curaleaf Josh Shabtai, Sr. Director of Ecosystem at Lowe’s Innovation Labs Emily Pfeiffer, Senior Analyst, Commerce Technology at Forrester Frederick Lecoq, Chief Marketing Officer of Golf Town Annemarie Dillard Jazic, VP of Online Experience & Marketing at Dillard’s Allie Egan, Founder/CEO of Veracity Selfcare; Former CEO of Cynthia Rowley Alex Genov, Head of Consumer Research at Zappos Courtney Hawkins, Retail Advisor; Former VP of Stores at Old Navy Phillip Raub, Founder of b8ta

1. SHIFT
HAPPENS
#SHIFTHAPPENS SERIES
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RETAILERS IDENTIFY TODAY’S
NEW CONSUMER

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Christopher Silver
For retailers, I think the most important thing is
to determine how we can set ourselves up to
be more personalized, more dynamic, and to
use intelligence technology, not for creating a
sale, but to create a better relationship with
the consumer.
Global VP of Brand Technology at MAC Cosmetics

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3
Barkha Saxena
Chief Data Officer of Poshmark
In the end, retail is about serving, and
delighting the customer.
If retailers can improve on that, ROI from
their investment in marketing/advertising
will also see a boost.

4. 4
of retailers believe
investments in customer-
facing technologies
should take higher priority
than marketing and
advertising technologies.
44%
RETHINK Retail Shift Happens Survey August 2020

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“
5
Sabrina Cherubini
We launched our subscription-based program in 2019 and it
has overpassed our projections.
I am convinced that rental in apparel will become an
amazing new way to engage with your favorite brand and
bring the joy of shopping right into your house.
VP Marketing, Customer Strategy at Ann Inc.

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6
Miya Knights
The rise of subscription loyalty demonstrates that points no
longer mean prizes with traditional loyalty schemes.
Consumers are looking for more relevance, value and utility
from retailers they have an ongoing engagement with.
This means traditional loyalty mechanics are being replaced by
schemes that help retailers grow brand affinity with their
customers. In turn, brands can leverage this affinity to drive
increased transactional sales and/or frequency on top of the
recurring revenue gains.
Head of Industry Insight at Eagle Eye Solutions

7. 7
of retail companies
have explored
subscription-based
offerings.
59%
Approximately
RETHINK Retail Shift Happens Survey August 2020

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Christopher Melillo
SVP of Retail at Curaleaf
The entire way we did retail was reinvented.
We had to enhance our website, our bandwidth, and our
ability to communicate with our customers at a distance.
We implemented curbside pickup, new delivery options,
and payment solutions like handheld ATM machines to
reduce physical interactions.

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Josh Shabtai
Sr. Director of Ecosystem at Lowe’s Innovation Labs
A big part of what we've seen over the past few months is that your
average customer may not be as comfortable having a
stranger come to their home.
In response, we launched Lowe's for Pros JobSIGHT—an
augmented video chat tool that lets pros conduct remote home
visits with a series of tools that almost makes it like they were
there.
So, we are looking for opportunities to rethink and deliver on what
customers truly need.

10. 10
of retailers
believe consumers’
health concerns
will continue to
alter physical retail
post-pandemic.
50%
RETHINK Retail Shift Happens Survey August 2020
Over

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did you know? You will find the
full interview on RETHINK Retail
website: click here.
Hey,
#SHIFTHAPPENS Series

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55%
RETHINK Retail Shift Happens Survey August 2020
say sustainability is an
essential or high priority for
their retail company.

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Emily Pfeiffer
Senior Analyst, Commerce Technology at Forrester
Of all the fulfillment options available,
consumers say that curbside is the #1 option
they hope to continue using.
And it took a pandemic to make it happen.

14. 14
of retailers believe the
consumer trend of
BOPIS/curbside pickup
will last post COVID-19.
94%
RETHINK Retail Shift Happens Survey August 2020

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Frederick Lecoq
Chief Marketing Officer of Golf Town
The pandemic has reinforced the need for
retailers to have robust online operations,
particularly when it comes to product
availability, true and seamless omnichannel,
and flexible fulfillment solutions.

16. 16
Per retailers, consumer
trends most likely to last
post COVID-19 are:
94%
RETHINK Retail Shift Happens Survey August 2020
BOPIS/curbside pickup
83%e-commerce sales growth

17. 17
retailers believe that mobile
app usage will continue to
grow post-pandemic.
3 in 4
RETHINK Retail Shift Happens Survey August 2020

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#SHIFTHAPPENS SERIES 2020
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